Category: (2) TAM Application Type
Application Identifier: 5.6.1
Maturity Level: 4
Overview
A CSR fulfillment application provides front end support for
the application flows defined by the order management applications (cf. Order
Management Applications).
Note: Since CSRs are required to perform sales activities,
it is expected that in a future Application Map version this application will encompass
front end applications from the sales domain as well.
Functionality
CSR fulfillment functionality includes taking care of a
single order, assisting orders initiated in other channels, handling pool of
orders globally, and exception handling, reporting and analyzing the ordering
activities. This includes:
- Product Catalogue and Offerings browsing (versioning
driven)
- Order Capture and Negotiation
- Order take-over & relinquish – the ability to take
over governance on orders handles in other channels (e.g. self service) amend
and relinquish while preserving all the captured data.
- Assigned products maintenance
- CSR access to a specific order - Manage monitor and track
specific order – CSR access to a specific order
- Error resolution – View pool of orders resulted in error
/ stuck orders and enable the CSR to act accordingly (e.g. resend the request,
notify the user with recommended action)
- Jeopardy notifications – View jeopardy notifications
queue and enable the CSR to act accordingly (e.g. notify customer on due date
delay)
- Orders administration – View all outstanding orders,
progress and history displays
- Business / Financial / Operational
reporting
Supported Business Services
- Order Management
- Product Catalogue
